183 lines
7 KiB
SQL
183 lines
7 KiB
SQL
CREATE TABLE attendant_queues (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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name VARCHAR(255) NOT NULL,
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description TEXT,
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priority INTEGER NOT NULL DEFAULT 0,
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max_wait_minutes INTEGER NOT NULL DEFAULT 30,
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auto_assign BOOLEAN NOT NULL DEFAULT TRUE,
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working_hours JSONB NOT NULL DEFAULT '{}',
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_sessions (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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session_number VARCHAR(50) NOT NULL,
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channel VARCHAR(50) NOT NULL,
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customer_id UUID,
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customer_name VARCHAR(255),
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customer_email VARCHAR(255),
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customer_phone VARCHAR(50),
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status VARCHAR(50) NOT NULL DEFAULT 'waiting',
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priority INTEGER NOT NULL DEFAULT 0,
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agent_id UUID,
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queue_id UUID REFERENCES attendant_queues(id) ON DELETE SET NULL,
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subject VARCHAR(500),
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initial_message TEXT,
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started_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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assigned_at TIMESTAMPTZ,
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first_response_at TIMESTAMPTZ,
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ended_at TIMESTAMPTZ,
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wait_time_seconds INTEGER,
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handle_time_seconds INTEGER,
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satisfaction_rating INTEGER,
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satisfaction_comment TEXT,
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tags TEXT[] NOT NULL DEFAULT '{}',
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metadata JSONB NOT NULL DEFAULT '{}',
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notes TEXT,
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transfer_count INTEGER NOT NULL DEFAULT 0,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_session_messages (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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session_id UUID NOT NULL REFERENCES attendant_sessions(id) ON DELETE CASCADE,
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sender_type VARCHAR(20) NOT NULL,
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sender_id UUID,
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sender_name VARCHAR(255),
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content TEXT NOT NULL,
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content_type VARCHAR(50) NOT NULL DEFAULT 'text',
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attachments JSONB NOT NULL DEFAULT '[]',
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is_internal BOOLEAN NOT NULL DEFAULT FALSE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_queue_agents (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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queue_id UUID NOT NULL REFERENCES attendant_queues(id) ON DELETE CASCADE,
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agent_id UUID NOT NULL,
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max_concurrent INTEGER NOT NULL DEFAULT 3,
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priority INTEGER NOT NULL DEFAULT 0,
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skills TEXT[] NOT NULL DEFAULT '{}',
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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UNIQUE(queue_id, agent_id)
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);
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CREATE TABLE attendant_agent_status (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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agent_id UUID NOT NULL,
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status VARCHAR(50) NOT NULL DEFAULT 'offline',
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status_message VARCHAR(255),
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current_sessions INTEGER NOT NULL DEFAULT 0,
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max_sessions INTEGER NOT NULL DEFAULT 5,
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last_activity_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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break_started_at TIMESTAMPTZ,
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break_reason VARCHAR(255),
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available_since TIMESTAMPTZ,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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UNIQUE(org_id, agent_id)
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);
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CREATE TABLE attendant_transfers (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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session_id UUID NOT NULL REFERENCES attendant_sessions(id) ON DELETE CASCADE,
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from_agent_id UUID,
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to_agent_id UUID,
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to_queue_id UUID REFERENCES attendant_queues(id) ON DELETE SET NULL,
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reason VARCHAR(255),
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notes TEXT,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_canned_responses (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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title VARCHAR(255) NOT NULL,
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content TEXT NOT NULL,
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shortcut VARCHAR(50),
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category VARCHAR(100),
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queue_id UUID REFERENCES attendant_queues(id) ON DELETE SET NULL,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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usage_count INTEGER NOT NULL DEFAULT 0,
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created_by UUID,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_tags (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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name VARCHAR(100) NOT NULL,
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color VARCHAR(20),
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description TEXT,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_wrap_up_codes (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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code VARCHAR(50) NOT NULL,
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name VARCHAR(255) NOT NULL,
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description TEXT,
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requires_notes BOOLEAN NOT NULL DEFAULT FALSE,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE attendant_session_wrap_up (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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session_id UUID NOT NULL REFERENCES attendant_sessions(id) ON DELETE CASCADE,
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wrap_up_code_id UUID REFERENCES attendant_wrap_up_codes(id) ON DELETE SET NULL,
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notes TEXT,
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follow_up_required BOOLEAN NOT NULL DEFAULT FALSE,
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follow_up_date DATE,
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created_by UUID,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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UNIQUE(session_id)
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);
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CREATE INDEX idx_attendant_queues_org_bot ON attendant_queues(org_id, bot_id);
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CREATE INDEX idx_attendant_queues_active ON attendant_queues(is_active);
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CREATE INDEX idx_attendant_sessions_org_bot ON attendant_sessions(org_id, bot_id);
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CREATE INDEX idx_attendant_sessions_status ON attendant_sessions(status);
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CREATE INDEX idx_attendant_sessions_agent ON attendant_sessions(agent_id);
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CREATE INDEX idx_attendant_sessions_queue ON attendant_sessions(queue_id);
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CREATE INDEX idx_attendant_sessions_customer ON attendant_sessions(customer_id);
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CREATE INDEX idx_attendant_sessions_created ON attendant_sessions(created_at DESC);
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CREATE UNIQUE INDEX idx_attendant_sessions_number ON attendant_sessions(org_id, session_number);
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CREATE INDEX idx_attendant_session_messages_session ON attendant_session_messages(session_id);
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CREATE INDEX idx_attendant_session_messages_created ON attendant_session_messages(created_at);
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CREATE INDEX idx_attendant_queue_agents_queue ON attendant_queue_agents(queue_id);
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CREATE INDEX idx_attendant_queue_agents_agent ON attendant_queue_agents(agent_id);
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CREATE INDEX idx_attendant_agent_status_org ON attendant_agent_status(org_id, bot_id);
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CREATE INDEX idx_attendant_agent_status_status ON attendant_agent_status(status);
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CREATE INDEX idx_attendant_transfers_session ON attendant_transfers(session_id);
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CREATE INDEX idx_attendant_canned_org_bot ON attendant_canned_responses(org_id, bot_id);
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CREATE INDEX idx_attendant_canned_shortcut ON attendant_canned_responses(shortcut);
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CREATE INDEX idx_attendant_tags_org_bot ON attendant_tags(org_id, bot_id);
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CREATE UNIQUE INDEX idx_attendant_tags_org_name ON attendant_tags(org_id, bot_id, name);
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CREATE INDEX idx_attendant_wrap_up_codes_org_bot ON attendant_wrap_up_codes(org_id, bot_id);
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CREATE UNIQUE INDEX idx_attendant_wrap_up_codes_org_code ON attendant_wrap_up_codes(org_id, bot_id, code);
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CREATE INDEX idx_attendant_session_wrap_up_session ON attendant_session_wrap_up(session_id);
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